ITIL Glossary/ ITIL Terms 1-9: Difference between revisions
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< | <itpmch><title>ITIL Glossary/ ITIL Terms 1-9 | IT Process Wiki</title> | ||
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<meta name="description" content="Use this ITIL Glossary to look up the definitions of ITIL terms starting with '1-9': 1st Level Correlation, 1st Level Support, ..., 7-Step Improvement Guideline." /> | |||
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Image:Thumb-glossary-itil.jpg|right|[[ITIL Glossary|'''ITIL Glossary:''']]<br />All terms related to ITIL (ITIL 2011, ITIL V3 & V2) and IT Service Management | Image:Thumb-glossary-itil.jpg|right|[[ITIL Glossary|'''ITIL Glossary:''']]<br />All terms related to ITIL (ITIL 4, ITIL 2011, ITIL V3 & V2) and ITSM (IT Service Management)|320px|alt=ITIL Glossary|thumb | ||
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This ITIL glossary includes definitions for key terms and acronyms of ITIL and ITSM (IT service management) in alphabetical order.[[ITIL Glossary/_ITIL_Terms_1-9#ITIL|['''1''']]] | |||
[[ITIL Glossary#All ITIL Terms| | [[ITIL Glossary#All ITIL Terms|View the full list]] or use the alphabetical index: | ||
{| | {| | ||
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<p> </p> | <p> </p> | ||
<p><span id="top"> </span></p> | <p><span id="top-1-9"> </span></p> | ||
==ITIL Terms | ===ITIL Terms beginning with <big>1-9</big>=== | ||
---- | |||
Please click on one of the terms to see its definition. | Please click on one of the terms to see its definition. | ||
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<p> </p> | <p> </p> | ||
* [[#1st Level Correlation|1st Level Correlation]] | *[[#1st Level Correlation|1st Level Correlation]] | ||
* [[#1st Level Support|1st Level Support]] | *[[#1st Level Support|1st Level Support]] | ||
* [[#2nd Level Correlation|2nd Level Correlation]] | *[[#2nd Level Correlation|2nd Level Correlation]] | ||
* [[#2nd Level Support|2nd Level Support]] | *[[#2nd Level Support|2nd Level Support]] | ||
* [[#3rd Level Support|3rd Level Support]] | *[[#3rd Level Support|3rd Level Support]] | ||
* [[#7-Step Improvement Guideline|7-Step Improvement Guideline]] | *[[#7-Step Improvement Guideline|7-Step Improvement Guideline]] | ||
<p> </p> | <p> </p> | ||
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====1st Level Correlation==== | ====1st Level Correlation==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Event Management#ITIL Event 1st Level Correlation|Event Filtering and 1st Level Correlation]] | ||
====1st Level Support==== | ====1st Level Support==== | ||
* → Roles within ITIL, [[ITIL Roles#1st Level Support|1st Level Support]] | *→ Roles within ITIL, [[ITIL Roles#1st Level Support|1st Level Support]] | ||
* The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible. | *The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible. | ||
* If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups ([[#2nd Level Support|2nd Level Support]]). | *If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups ([[#2nd Level Support|2nd Level Support]]). | ||
* 1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals. | *1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals. | ||
====2nd Level Correlation==== | ====2nd Level Correlation==== | ||
* → ITIL sub- | *→ ITIL sub-process, [[Event Management#Event Management 2nd Level Correlation|2nd Level Correlation and Response Selection]] | ||
====2nd Level Support==== | ====2nd Level Support==== | ||
* → Roles within ITIL, [[ITIL Roles#2nd Level Support|2nd Level Support]] | *→ Roles within ITIL, [[ITIL Roles#2nd Level Support|2nd Level Support]] | ||
* 2nd Level Support takes over Incidents which cannot be solved immediately with the means of [[#1st Level Support|1st Level Support]]. | *2nd Level Support takes over Incidents which cannot be solved immediately with the means of [[#1st Level Support|1st Level Support]]. | ||
* If necessary, it will request external support, e.g. from software or hardware manufacturers. | *If necessary, it will request external support, e.g. from software or hardware manufacturers. | ||
* The aim is to restore a failed IT Service as quickly as possible. | *The aim is to restore a failed IT Service as quickly as possible. | ||
* If no solution can be found, the 2nd Level Support passes on the Incident to [[Problem Management]]. | *If no solution can be found, the 2nd Level Support passes on the Incident to [[Problem Management]]. | ||
====3rd Level Support==== | ====3rd Level Support==== | ||
* → Roles within ITIL, [[ITIL Roles#3rd Level Support|3rd Level Support]] | *→ Roles within ITIL, [[ITIL Roles#3rd Level Support|3rd Level Support]] | ||
* 3rd Level Support is typically located at hardware or software manufacturers (third-party suppliers). | *3rd Level Support is typically located at hardware or software manufacturers (third-party suppliers). | ||
* Its services are requested by [[#2nd Level Support|2nd Level Support]] if required for solving an Incident. | *Its services are requested by [[#2nd Level Support|2nd Level Support]] if required for solving an Incident. | ||
* The aim is to restore a failed IT Service as quickly as possible. | *The aim is to restore a failed IT Service as quickly as possible. | ||
====7-Step Improvement Guideline==== | ====7-Step Improvement Guideline==== | ||
* → [[ITIL_Glossary/_ITIL_Terms_S#Seven-Step Improvement Guideline|Seven-Step Improvement Guideline]] | *→ [[ITIL_Glossary/_ITIL_Terms_S#Seven-Step Improvement Guideline|Seven-Step Improvement Guideline]] | ||
<p> </p> | <p> </p> | ||
<div align="right">[[#top|→ ITIL terms starting with "1-9"]]</div> | <div align="right">[[#top-1-9|→ ITIL terms starting with "1-9"]]</div> | ||
<div align="right">[[ITIL Glossary#All ITIL Terms|→ Look up all ITIL terms]]</div> | <div align="right">[[ITIL Glossary#All ITIL Terms|→ Look up all ITIL terms]]</div> | ||
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'''<span id="ITIL">Notes</span>''' | '''<span id="ITIL">Notes</span>''' | ||
[1] ITIL® is a Registered Trade Mark of AXELOS Limited. — IT Infrastructure Library® is a Registered Trade Mark of AXELOS Limited. | |||
[2] Source (partially): ITIL glossary and abbreviations © AXELOS Limited. All glosseries and terms for the AXELOS Global Best Practice Portfolio, including glosseries for ITIL v3 and ITIL 4 in various languages, are available for download on the [https://www.axelos.com/glossaries-of-terms AXELOS web site]. | |||
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Latest revision as of 16:53, 7 February 2019
All terms related to ITIL (ITIL 4, ITIL 2011, ITIL V3 & V2) and ITSM (IT Service Management)
| ITIL Glossary Terms |
This ITIL glossary includes definitions for key terms and acronyms of ITIL and ITSM (IT service management) in alphabetical order.[1]
View the full list or use the alphabetical index:
| 1 ... 9 |
| A | B | C | D | E | F | G | H | I | J | K | L | M | ||||||||||||
| N | O | P | Q | R | S | T | U | V | W | X | Y | Z |
ITIL Terms beginning with 1-9
Please click on one of the terms to see its definition.
- 1st Level Correlation
- 1st Level Support
- 2nd Level Correlation
- 2nd Level Support
- 3rd Level Support
- 7-Step Improvement Guideline
Definitions
1st Level Correlation
- → ITIL sub-process, Event Filtering and 1st Level Correlation
1st Level Support
- → Roles within ITIL, 1st Level Support
- The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible.
- If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups (2nd Level Support).
- 1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals.
2nd Level Correlation
- → ITIL sub-process, 2nd Level Correlation and Response Selection
2nd Level Support
- → Roles within ITIL, 2nd Level Support
- 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support.
- If necessary, it will request external support, e.g. from software or hardware manufacturers.
- The aim is to restore a failed IT Service as quickly as possible.
- If no solution can be found, the 2nd Level Support passes on the Incident to Problem Management.
3rd Level Support
- → Roles within ITIL, 3rd Level Support
- 3rd Level Support is typically located at hardware or software manufacturers (third-party suppliers).
- Its services are requested by 2nd Level Support if required for solving an Incident.
- The aim is to restore a failed IT Service as quickly as possible.
7-Step Improvement Guideline
Notes
[1] ITIL® is a Registered Trade Mark of AXELOS Limited. — IT Infrastructure Library® is a Registered Trade Mark of AXELOS Limited.
[2] Source (partially): ITIL glossary and abbreviations © AXELOS Limited. All glosseries and terms for the AXELOS Global Best Practice Portfolio, including glosseries for ITIL v3 and ITIL 4 in various languages, are available for download on the AXELOS web site.
By: Stefan Kempter 
and Andrea Kempter , IT Process Maps.
ITIL Wiki › ITIL Glossary › ITIL Glossary: Terms starting with 1-9
